---
schema_version: "1"
id: 1f799e8b387a037480bf9aa5e3e4933f8e146d49e5186a729916b58d9c5a29f3
title: Create an SMS Channel in Agentforce Contact Center
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/afcc_sv_sms_channel.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.afcc_sv_sms_channel.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: e9502807ccc52c9ad31a566e62cf11f9592dcba6a0de544fafaf14169e0d3c44
description: Create SMS channels in Salesforce Voice linked to 10-digit long code (10DLC) number.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Create an SMS Channel in Agentforce Contact Center

Create SMS channels in Salesforce Voice linked to 10-digit long code (10DLC) number.

### Required Editions

This article applies to:

Salesforce Voice (Native Telephony)

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d115912e70">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d115912e70 ">To create SMS channels:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d115912e70 ">
              <p>System Administrator AND Configure Messaging</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Configure Messaging AND Customize Application AND Manage Auth. Providers AND View Setup
                and Configuration AND Modify All Data</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d115912e70 ">To migrate SMS channels to Agentforce Contact Center:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d115912e70 ">
              <p>Agentforce Contact Center Admin (Salesforce Voice) permission set </p>
              <p style="margin-bottom:0;">Learn how to view <a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_summary_page.htm&amp;language=en_US" target="_blank">permissions in this permission set</a>.</p>
            </td>

          </tr>
        </tbody>
      </table>

## Create Long Code SMS Channels

As of February 1, 2025, 10DLC requires a verified brand and campaign to send messages. Otherwise, you risk your carrier blocking unregistered traffic. Complete your requests for the related brand and campaign before you request your 10DLC. Processing your code request can take up to two business days, depending on the time needed for carriers and aggregators to provide approval.

1. Provision a new [10-digit long code phone number](https://help.salesforce.com/s/articleView?id=service.afcc_sv_procure_number.htm&release=264.0.0&type=5 "Claim a number to make and receive calls from the Agentforce Contact Center.").
2. If you don’t already have one, request a [brand](https://help.salesforce.com/s/articleView?id=service.messaging_sms_brand.htm&type=5&language=en_US) and [campaign](https://help.salesforce.com/s/articleView?id=service.messaging_sms_campaign.htm&type=5&language=en_US). If you already have a brand and campaign, go to the next step.
3. To migrate the 10-digit long code number, from Setup go to **Communication Channels**.
4. Click **New SMS Code**.
5. Select a country, and for Code Type, select **10-Digit Long Code**, and then click **Next**.
    
    The country value should be the same as the country you selected for the provisioned number.
6. Review the regulatory compliance notices, and then click **Next**.
7. Select your brand and campaign.
8. Click **Port Agentforce Contact Center Voice and SMS Numbers**.
9. Click **Download Long Code CSV Form** and fill in the details.
10. Click **Download Letter of Authorization** and fill in the details.
11. Click **Upload Completed Forms** and upload both the Migration Form and the Letter of Authorization.
12. Click **Submit**. It takes up to one business day for the migration to be completed.
13. To check the status of your number, from **Communications Channels**. go to the **SMS Channel Requests** tab.
    
    After migration is completed, you get an email from Salesforce. If the migration status for your number is In Progress even after one business day, reach out to Salesforce support for assistance.
14. After migration is completed, from Setup, go to Communication Channels. To see a list of all migrated 10-digit long code numbers, go to the **SMS Channel Requests** tab.
15. From the All Channels tab, click the SMS channel that you want to activate.
16. Update the channel display name, routing configuration, and click **Activate Channel**.

## Create Toll-Free SMS Channels

Create one or more SMS channels in Salesforce linked to toll-free long code numbers.

1. Provision a new [toll-free phone number](https://help.salesforce.com/s/articleView?id=service.afcc_sv_procure_number.htm&release=264.0.0&type=5 "Claim a number to make and receive calls from the Agentforce Contact Center.").
2. To migrate the toll-free number, from Setup go to **Communication Channels**.
3. Click **New SMS Code**.
4. Select a country, and for Code Type, select **Toll-Free**, and then click **Next**.
    
    The country value should be the same as the country you selected for the provisioned number.
5. Click **Port Agentforce Contact Center Voice and SMS Numbers**.
6. Click **Next**.
7. Click **Download Migration Form** and fill in the details.
8. Click **Download Letter of Authorization** and fill in the details.
9. Click **Upload Completed Forms** and upload both the Migration Form and the Letter of Authorization.
10. Click **Submit**.
    
    Your number is in queue for migration and verification. This process takes up to two weeks to be completed.
11. To check the status of your number, from Communications Channels, go to the **SMS Channel Requests** tab. When migration and verification is completed, you get an email from Salesforce.
    
    If the migration status for your number is In Progress for more than two weeks, reach out to Salesforce support for assistance.
12. After migration and verification is completed, from Communications Channels, go to the **All Channels** tab and click the number that you migrated.
13. Update the channel display name, routing configuration, and click **Activate Channel**.